Integrating ConnectWise PSA to ServiceAI

Connecting your ConnectWise instance to CloudRadial ServiceAI enables you to import tickets and documentation for summarization, analysis, recommendations, and more.

Follow the instructions below to learn how to set up the API member for ServiceAI:

1. Creating and Configuring a Security Role in ConnectWise PSA
2. Create an API Member in ConnectWise
3. Create an API Key and Tie it to ServiceAI
   • Configuring Ticket Systems
   • Configuring Article Systems
4. Using Triage With ConnectWise
5. Setting Up the ServiceAI Pod in ConnectWise PSA

Creating and Configuring a Security Role in ConnectWise PSA

1. Log in to your ConnectWise PSA instance
2. Navigate to System > Security Roles via the left-hand menu
3. Click + to create a new security role
4. For Role ID, create an entry called ServiceAI and click Save
5. Match the security modules exactly as shown in the tables below:

Press Save and Close to finalize the ServiceAI Security Role settings

Create an API Member in ConnectWise

1. In either the cloud-based instance or on the Windows client for ConnectWise Manage, navigate to System on the left-hand navigation menu, then to Members
2. Select the tab for API Members
3. Click + to create a new API member
4. In the Profile section, look for the Member ID and Member Name fields
   1. Enter ServiceAI for both fields.
5. In the System section, give ServiceAI the custom security role created in the previous steps.
6. Set the Role ID to the previously created CloudRadial ServiceAI security role
   • Set the Level to Corporate or a customized equivalent
   • Set the Name to Corporate or a customized equivalent
   • Set the Location to your main office
   • Set the Business Unit to Admin or a customized equivalent
   • Set the Default Territory to your main territory
7. Select Save

Create an API Key and Tie it to ServiceAI

While still in ConnectWise, navigate to and select the API member that you just created in the previous step.

1. Select the API Keys tab on the new API Member
2. Click + to create a new API key
3. For description, enter ServiceAI, then click Save
4. Copy and save both the Public Key and Private Key
5. Select Save and Exit to finalize the key creation

We will use these keys in the following step to tie ConnectWise to Service AI for both of the steps listed below.

Configuring Ticket Systems

Ticket Systems are the ServiceAI mechanism for gathering and analyzing ticket data for various functions. This is a core requirement to get the most value and insights from ServiceAI.

1. Log in to ServiceAI and select the Settings gear at the top
2. Select the Overview option (You'll land here by default)
3. Select + Add Integration from the button on the right
4. Select Tickets and select ConnectWise as your ticketing system and enter the required fields:
   • API URL: Enter your ConnectWise instance URL, including the HTTPS prefix
   • Public Secret: Enter the key from ConnectWise
   • Private Secret: Enter the key from ConnectWise
   • List of Service Boards: Enter the comma-separated list of service board(s) that you wish for ServiceAI to review
   • Company ID: Enter the company identifier of your company (the primary) tied to ConnectWise
   • Domain URL: Your tenant domain URL for creating links to content (e.g., https://na.myconnectwise.net)
5. Select Test Connection to ensure that the system is correctly provisioned for the setup of your ConnectWise PSA to ServiceAI.

Select Save Changes at the bottom to finalize your setup.

Configuring Article Systems

Article Systems are the ServiceAI mechanism for writing knowledge base articles to your KB of choice, which can help build a robust system of processes and information for end users and internal users alike.

1. Log in to ServiceAI and select the Settings gear at the top
2. Select the Setup button
3. Under Article System Configuration, select ConnectWise and enter the required fields:
   • API Url: Enter your ConnectWise instance URL, including the HTTPS prefix
   • Public Secret: Enter the key from ConnectWise
   • Private Secret: Enter the key from ConnectWise
   • List of Service Boards: Enter the comma-separated list of service board(s) that you wish for ServiceAI to monitor
   • Company ID: Enter the company identifier of your company (the primary) tied to ConnectWise
4. Select Save Changes to finalize the setup of your ConnectWise PSA to ServiceAI.

In a few minutes, knowledge base data will begin to sync into the system.

Using Triage With ConnectWise

Once your ConnectWise ticket system is configured, ServiceAI's Triage feature can process incoming ConnectWise tickets automatically. ConnectWise triage uses three separate rule sets — Routing, Categorization, and Assignment — each configured independently in Triage Settings.

Webhook Registration

ServiceAI automatically registers system callbacks in ConnectWise when Triage is enabled. The callback URL contains "serviceai" and you can confirm registration via the Diagnostics blade — see Troubleshooting Triage Webhook Configuration. The API member's Security Role must allow creating system callbacks; the role created during integration setup includes this permission.

ConnectWise-Specific Triage Behavior

• Routing rules target ConnectWise Boards
• Categorization rules map to ConnectWise's Type, SubType, and Item fields, which must already exist on the target board
• Assignment rules work best when they reference specific named technicians rather than role-based or queue-based assignments
• Picklist values are auto-discovered from your ConnectWise instance; no manual list maintenance is required
• Triage posts its decision as an internal note on the ticket. The Fast Feedback agent summary now also includes Related tickets and Related KB articles sections with PSA-native clickable links so the assigned technician can jump straight from the note to similar past tickets or to relevant ConnectWise knowledge base articles.

For full details on enabling Triage, building rule sets, and viewing triage results, see All About ServiceAI's Triage Feature.

Setting Up the ServiceAI Pod in ConnectWise PSA

After ConnectWise is connected for ticket sync and Triage, you can also embed AI Chat directly inside a ConnectWise ticket as a Pod. The setup is covered in a dedicated article:

Setting Up the ServiceAI Pod in ConnectWise PSA →